EE Broadband - WiFi

[Morgan37Jones]

Frustrated doesn't begin to describe.

I suddenly get emails and texts saying "Sorry you are leaving, cancellation will take place on (date). Terminations charge will be £318" 

Firstly I did not request to cancel my broadband, I haven't even looked at other broadband services.

Secondly, why not ask for confirmation from the current line user before shutting off my WiFi?

Here I am a week later, after contacting EE many times. They tell me someone from Plusnet has used my home address and thus kicking me out. I was then told I needed to make a new broadband contract, to which I accepted (my choices were that or no internet). After setting up 1 new smart hub I call again only to find O have been kicked out by Plusnet again.

Another new contract and smart hub now, and the exact same thing has happened. Despite confirming I am the home owner, that is my home address, EE still continue to allow any Plusnet customer to cancel my broadband.

I am currently contacting Ofcom as this is a violation of my data protection and security and a huge waste of my time.

I have been an EE mobile and EE broadband user for years, it is frustrating that this is how we are treated. Anyone can cancel your broadband simply by entering your address.

This is not a one-off for entering the home address, this Plusnet user has made multiple attempts to use my address and it has cancelled (now) 3 of my EE broadband contracts.

[XRaySpeX]

@Morgan37Jones : You should have been able to instruct EE to refuse the takeover within 10 days of receiving notification of the takeover w/out having to keep starting a new contract.

Of course, if the other person insists on keep using your addy, you'll have to keep doing this.

See  Attempted slamming : 

If you think someone is attempting to switch you to a new provider without your knowledge or consent, ask your current provider to cancel the order.

This should be possible up to 24 hours before the switch is due to take place. You should also tell the provider who is trying to take over your service that you wish to cancel.

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[XRaySpeX]

You might also call PN & inform them that you are the legal occupant of your home addy (w/out mentioning or knowing the other person using your addy & thus not violating any privacy laws) & instruct them not to take over the line at your home addy.

[Leanne_T]

Hi @Morgan37Jones 

Thanks for coming to the community.

I'm very sorry you've had this happen multiple times, to help you further I've sent you a private message on the community to get some details.

If you could take a look and get back to me that would be great. 

Leanne.